Service failures can happen in any organization. Service recovery is the resulting action that takes place due to a service failure. A successful service recovery is dependent on the way the service failure is handled, not the service failure itself. (Bitner, Booms, & Mohr, 1994). Service recovery can be remedied successfully by following the listen, apologize, solve, and thank (L.A.S.T.) approach (Boshoff, 2005; Maxham, 2001; Ogbeide, Boser, Harrinton, & Ottenbacher, 2015; Tax, Brown, & Chandrashekaran, 1998). Because service recovery has been linked to future purchase intention and post-failure satisfaction, hospitality students should be instructed on a successful service recovery approach.
|Pages (from-to)||24 - 30|
|Journal||Journal of Hospitality & Tourism Cases|
|State||Published - Dec 2017|